Case Study: Campion Insurance achieves acquisition-ready scalability with DigitalWell and Genesys Cloud CX

Campion Insurance scales to 450+ agents in 12 weeks with DigitalWell

Campion Insurance, one of Ireland's largest insurance brokers, faced a significant challenge after being acquired by PIB Group. Their legacy Cisco on-premise contact center could not support an ambitious strategy of rapid acquisition and growth, as it was unable to scale, lacked digital channels, and posed a PCI compliance risk. They partnered with vendor DigitalWell to find a modern solution.

DigitalWell implemented the Genesys Cloud CX platform, creating a unified cloud contact center for all 13 offices. The solution included a custom Pause & Resume application to automate PCI compliance for payment calls and a new SIP trunk that reduced voice costs. The results were immediate, with the platform easily scaling to integrate over 15 acquired businesses and reducing monthly carrier costs by approximately €3,000. The deployment by DigitalWell provided the scalable, acquisition-ready foundation Campion needed for its growth.

Campion Insurance